Problem Manager

Pay rate range - $65/hr. to $68/hr.

Remote but need to be in Madison WI or Boston MA

Required - Problem Manager from Insurance Industry

The Operating Engineer will serve as the Problem Management Engineer responsible for leading and maturing the Problem Management function to prevent incident recurrence, reduce operational risk, and improve service resiliency.

The role will oversee the end-to-end Problem Management lifecycle, lead and validate root cause analysis efforts, partner with cross-functional teams to implement permanent fixes, and drive continuous improvement aligned with ITIL best practices.

Key Responsibilities

Lead the end-to-end Problem Management lifecycle

Ensure quality, evidence-based root cause analysis and validation of permanent fixes

Partner with Incident Management, Change Management, Reliability Engineering, Service Owners, and vendors

Establish governance, metrics, reporting, and quality standards for Problem Management

Maintain and improve the Known Error Database (KEDB) and related knowledge articles

Drive proactive problem management, automation, and monitoring improvements

Required Qualifications

Strong understanding of ITIL Problem Management processes and best practices

Experience leading Root Cause Analysis in complex technical environments

Technical background in infrastructure, applications, cloud, or enterprise platforms

Experience with ServiceNow or comparable ITSM platforms

Strong communication and stakeholder management skills

Ability to identify systemic risk and drive proactive improvements

Preferred Qualifications

ITIL Foundation certification or higher

Experience in large-scale enterprise environments

Experience supporting Major Incident or executive outage review forums

Familiarity with automation, observability, and proactive problem management techniques

Experience working with vendors and external service providers